By developing deep, long-standing relationships; understanding, anticipating and satisfying our customers’ needs; and making it easy for them to work with us, everything we do is geared toward helping our customers deliver better products to the consumers and patients who need them. Below are just a few examples that demonstrate the superior customer experience we offer:
Engineering and Operational Services
Capsugel has assembled a team of industry experts whose experience ranges from capsule-filling-machine design to formulation development to encapsulation expertise. We listen to the customer’s needs, provide an independent view of their operation through the eyes of industry best practices, and then work collaboratively to implement improvements. Improving our customer’s capabilities enables them to fulfill their market potential and improve their profitability.
Technology Selection Process
Our Technology Selection methodologies allow our product development teams to rapidly match the best technology to customers’ specific challenges and target product profiles. Based on the experience of formulating more than 4,000 compounds, we’ve developed predictive models, expert systems and reference maps – tools that enable our teams to quickly develop optimized formulations and minimize empirical evaluations. This results in reduced API usage and accelerated speed to clinic.
Digital Customer Engagement
We continue to invest in new technology platforms that enable us to engage with our customers across multiple integrated digital channels and be more responsive than ever before. For example, our new B2B marketing automation tool, Pardot, helps us keep in touch with our customers via cutting-edge digital campaigns that build better awareness of our products and services.
Benchmarking Customer Satisfaction
To ensure that we are effectively satisfying our customers’ needs with the highest level of service, we have employed a customer satisfaction survey program for the past two decades. We hold ourselves to aggressive internal performance benchmarks, monitoring the percentage of highly satisfied customers on parameters of people, products, business processes and price/value. We have maintained a stable track record with overall satisfaction levels over the last several years.